Lowell Group, a United Kingdom-based provider of credit management services specializing in debt recovery and data analytics, has earned a three-star rating for exceptional customer service the highest rating awarded - from Investor in Customers (IIC).
IIC is a consulting firm that surveys customers, staff and senior management to determine how well a business understands customer needs and how well it delivers services that meet those needs. In total, IIC analyzed responses from more than 1,800 Lowell customers and 500 staff.
Tony Barritt, IICs Customer Experience director, added: "Lowells customer culture was evident from our first meeting with them over a year ago. This is despite the fact that customer accounts are sold to Lowell by creditors as opposed to individuals choosing to be customers of Lowell.
"What the results show us is that once people become customers of Lowell they show a preference that should they have future debts they are passed to Lowell to handle over and above their competitors, which is really the highest praise Lowell could hope to achieve," Barritt added.
Two years ago, Lowell was awarded a two-star rating for outstanding customer service, becoming the first company in its sector to achieve an IIC award.
"We were delighted to receive a two-star rating last year and we found the positive feedback invaluable in helping us to set in place clear action plans to develop and further improve our customer proposition," said Sarah Sargent, director of Operational Delivery at Lowell Group. "Being awarded a three-star rating this time is a great achievement, a real testament to our customer-centric approach and our commitment, drive and passion to make sure the customer gets the best possible service."
IIC provided a sample of some of the comments from customers who were surveyed.
"I was ashamed of my debt, but when talking to Lowell they put me at ease and I felt I was not being judged, not like past companies" - anon
"Lowell have always been the best creditor I have dealt with since I've been having financial difficulties. They have been the only one who make me feel at ease and not [like I have] failed - anon
Lowell take the stress out of it all by making correspondence clear and straightforward. I'm confident that they will be helpful in the future and will support [me] during my financial issues - Alexander
I would recommend Lowell as they have really helped me with my debt situation as I am not working and they accept and understand that. They are easy to talk to as being in debt can be embarrassing but they dont judge. They are genuinely there to help and they put my mind at ease. Everybody I have spoken to at Lowell has been friendly and helpful and has outstanding customer service qualities. Other companies can be threatening and intimidating but Lowell are fantastic and seem to really care about their customers - Michelle
The largest UK debt purchasers include: Lowell Group, Arrow Global, Capquest, Cabot Credit Management, Marlin Financial Group, Link Financial and Max Recovery.